Trustpilot: your rating, your reviews and Trustpilot in AI answers
AI models often cite Trustpilot when they compare brands or recommend a business. The Trustpilot tab of Social & Communities shows how often your tracked answers cite trustpilot.com, how your rating compares with your competitors' and which reviews were written in the selected period.
What it shows
- Your Trustpilot profile: your rating out of 5, your number of reviews and when the profile was last read, with a link to it.
- KPIs: Trustpilot citations, citations of your own profile, your share of those citations, your rating and your reply rate.
- Citations over time: your profile against every other Trustpilot profile.
- Rating by month: your rating and each competitor's at every monthly read.
- You and your competitors: each brand's rating, its change since the previous read, its number of reviews, its reply rate, how many reviews it has not replied to, its median reply time and how often AI cited its profile.
- Cited Trustpilot profiles: every profile AI cited in the period, the most cited first.
- Latest reviews: the reviews written in the period on your profile and on your competitors' profiles, with their rating, author and whether the business replied. Filter them to show only replied or only unanswered reviews.
The three tables export to CSV and Excel.
Reply rate
The reply rate shows how many reviews a business answers on Trustpilot. It counts the reviews we hold for the profile, which are the newest ones from each monthly read, not every review on Trustpilot. That is why the figure always says how many reviews it covers, for example "12 of 20 reviews replied", even when the profile has 1,287 reviews in total.
- Reply rate: the share of those reviews the business replied to.
- Not replied: how many of them are still waiting for an answer.
- Median reply time: the typical time between a review and the business's reply.
These figures do not depend on the date range: they cover every review we hold for the profile. Your row and your KPI use the profile of your website's domain, while the latest reviews table also lists reviews on the profiles of your additional owned domains, so their counts can differ.
Replies are never analysed for mentions. Only the reviewer's title and text count, so a business naming a competitor in its reply does not create a mention.
Where the data comes from
There is nothing to connect. Your profile is the Trustpilot page of your website's domain, and each competitor's is the page of its domain, so a competitor without a domain has none. Citations of the Trustpilot page of one of your additional owned domains count as yours too.
We read each of these profiles once a month, as well as every profile your answers cite: the rating, the number of reviews and the newest reviews. Earlier months are kept, so the rating chart builds a history. Until the first read, your profile card says it has not been read yet. When Trustpilot has no page for a domain, the card says so and we check again a few months later.
Tips & notes
- The date range applies to everything on the tab except the reply figures. The AI model, country, language, tag and brand kind filters narrow the citations only: ratings and reviews come from Trustpilot itself.
- For the other platforms, see Social & Communities.
